Star Alliance Points denied on codeshare flight

[danmancs]

Look, I'm not suggesting for a second that the very helpful lady, who went out of her way to find us seats on the flight, was in any way trying to screw us. I just think that since it was an award flight offered by QF, and there was no benefit to me (IE cheaper fare) in being on the FJ code, they should recognise the difference.

[NM]

Yes, perhaps technically you are right, however, the basis of my grievance was that I had no part in selecting FJ or QF flight number for our trip - it was done through the 13 12 11 line, was booked using QFF points, the tickets were issued by Qantas, and the fact that FJ is essentially a Qantas airline, means, as far as I am concerned, the decision to print FJ on our award tickets was simply so that they could sell more QF labeled tickets at a premium price, and as such, is a QF internal issue, not mine, and hence they were ethically and morally in the wrong.

Before claiming the process to be "ethically and morally in the wrong" it may be worth checking the Qantas FF membership terms and conditions. There are only two cases where award flights on partner airlines book under QF flight codes. In all other cases, awards are only available using the flight code of the operating airline. See section 14.3.8 of the Qantas Frequent Flyer membership terms and Conditions.

14.3.8 The following route and airline restrictions apply to Classic Award bookings:
Air Niugini (PX): Classic Award bookings can only be made on PX international flights.
Air Pacific (FJ): Classic Award bookings can only be made on FJ international flights and FJ domestic flights between Nadi and Suva or Labasa and Suva and Labasa.
Air Vanuatu (NF): Classic Award bookings can only be made on NF international flights.
British Airways (BA): Domestic flights within the UK operate with only an Economy cabin. Business class is still available for redemption and Members booked in this class will be seated in Economy but have access to the Business class lounge facilities and are entitled to Business class baggage allowances.
Cathay Pacific (CX): Classic Award bookings are not available on Cathay Pacific flights between Hong Kong and Hanoi.
Cobham (NC) (formerly National Jet Systems): Classic Award bookings can only be made between Perth and Christmas Island, Perth and Cocos Island, and Christmas Island and Cocos Island.
El Al (LY): Classic Award bookings may be made only for flights between Israel and Asia, India, South Africa, Europe and the Middle East.
JAL (JL): Classic Award bookings are not available on Japan domestic flights in First class.
Jetstar Airlines (JQ, 3K and VF): Classic Award bookings on flights operated by Jetstar (JQ) must be booked using the QF airline code. Classic Awards on flights operated by Jetstar Asia (3K) or Valuair (VF) must be booked using the 3K or VF airline code respectively, and are not combinable with Qantas, oneworld Alliance Airlines or other Airline Partner Itineraries.
LAN (LA): Classic Award bookings are not available on the LA airline code from Australia or New Zealand to Santiago. Classic Awards must be booked using the QF airline code.
South African Airways (SA): Classic Award bookings can only be made on SA domestic flights within South Africa and SA international flights between Australia and South Africa.

This has nothing to do with morals or ethics. Its all about the codeshare agreements they have with the different airlines. Different codeshare agreements have different conditions for booking/selling award space. In the case of FJ, the agreement is that QFF awards must be booked under the FJ flight number. There is never any X or U inventory available under the QF codeshare, so no way for Qantas FF to issue an award ticket using QF flight number of an FJ flight.

Aside from anything else, in such a situation, it is extremely poor customer service to deny a very good customer access to the F lounge, especially after hearing the facts of the matter. Had I just purchased a cheaparse FJ fare and been denied, I would have understood, but that was not the case - it was QF that bought the cheaparse fare then tried to save even more money by not letting us in the lounge!

I fail to see how there is any difference between "purchasing" the ticket with cash (i.e. "a cheaparse FJ fare") or with QF FF points makes any difference regarding lounge access conditions. I do not see how this has anything to do with Qantas trying to "save money". They have provided exactly what is defined in the membership terms and conditions. Expecting something different and complaining when the expectation is not met seems a little unrealistic .

[oz_mark]

Yes, perhaps technically you are right, however, the basis of my grievance was that I had no part in selecting FJ or QF flight number for our trip - it was done through the 13 12 11 line, was booked using QFF points, the tickets were issued by Qantas, and the fact that FJ is essentially a Qantas airline, means, as far as I am concerned, the decision to print FJ on our award tickets was simply so that they could sell more QF labeled tickets at a premium price, and as such, is a QF internal issue, not mine, and hence they were ethically and morally in the wrong.

Classic awards generally book under the flight number of the operating airline, as that is where the award seats are to be found.

[v8Statesman]

.....So just as we are about to leave the lounge, he comes back to us and apologises some more, and just as I am about to give him a final volley of abuse, he pulls out 2 boarding passes for us in J class, and tells us that they've upgraded us for the inconvienience!

Perhaps they just needed to op-up some people but I like to think it's because they knew they were in the wrong!

Sounds like a positive outcome and the J boss has excellent Customer service skills. Even though in the very fine print Qantas had done it right. There was an expectation (even though incorrect) of a customer that had not been met. The airline was 100% in their right to do nothing. But for the sake of customer satisfaction they pro-actively took steps to appease the unsatisfied customer!

Well done Qantas in this situation.